If you see "Unable to load checkout — The payment page did not load correctly. Try again or return to the previous step.", don't worry — nothing has been charged and your slot is still being held. This is usually a connection hiccup.
Why it happens
The payment page is hosted by Stripe and opens inside the Ask A Vet app. If your connection drops, or the page can't be reached for a moment, it won't finish loading.
What to check first
- Are you online? Try loading something else, or switch between Wi-Fi and mobile data.
- Are you on a network that filters web traffic (an office or school Wi-Fi, or a VPN)? Try switching to mobile data.
Step-by-step
- Tap Try again on the error screen.
- If that doesn't work, tap Back to return to Review call details, then tap Confirm and pay again.
- Still nothing? Close the app completely and reopen it.
- Open the booking from the Consults tab → Telehealth, then tap Continue payment.
Please note: re-tapping Confirm and pay straight away won't start a second charge — repeat taps reuse the same checkout page.
Keep an eye on the countdown
Important: your slot is only held for 15 minutes after you tap Confirm and pay. The payment page doesn't show a timer, but if you leave checkout and open the booking from the Consults tab, a Reserved for MM:SS countdown tells you how long is left. If the hold runs out, the slot is released and no charge is made — you'll just need to book again.
If you closed the page part-way
Your booking stays Pending, with the message "Your reservation is held while you complete checkout. Tap Continue payment to finish, or Cancel to release the slot." You can finish paying, cancel it yourself, or simply let it expire — no charge is taken either way.
When to contact support
If the checkout page never loads on any network, or you were charged but the booking still isn't showing as paid, contact Ask A Vet support with the reference shown on the appointment screen. [CONFIRM: support contact channel — email address or in-app route.]
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